Anand Krishna

About Anand Krishna

I build and lead Customer Experiences that directly drive retention, expansion, and long-term enterprise value.With 15+ years across FinTech, Digital Payments, Airline Revenue Accounting, and Enterprise SaaS, I’ve consistently operated at Head-of-function level—owning revenue, shaping strategy, and building scalable post-sales engines that serve complex, mission-critical customers. I\'ve dedicated my career to elevating customer experience on a global scale, steering multimillion-dollar accounts towards unparalleled growth and satisfaction. My journey has been marked by a relentless commitment to not just meeting but exceeding expectations, shaping processes from inception, and fostering a culture that places people and value at the forefront. At Accelya, I was the youngest leader to head the Customer Experience team, that too, for the highest revenue-generating region. At Worldline, I have had the privilege of establishing customer success vertical ground up with extensive governance model around it.I have partnered closely with Sales, Product, Engineering, Operations, Finance and Executive Leadership to ensure Customer Experience is treated as a growth function—not a cost center.At Worldline, I established the Customer Success and Technical Product Support function end-to-end—defining org design, operating models, SLAs, customer health frameworks, escalation governance, and executive reporting. Outcomes included FCR improvement from <40% to 74%+, resolution times reduced to <2 business days,$2M+ in expansion revenue, and the creation of monetized premium support offerings that generated incremental revenue while improving service efficiency.Previously, as Region Head of Customer Experience at Accelya, I owned the highest-revenue global region, managing Tier-1 enterprise customers across APAC, the Middle East, Europe, and North America. I drove renewals, expansions, and executive alignment for airline revenue accounting platform where uptime, accuracy, and compliance were business-critical. In my distinguished stint at the company, played an instrumental role in delivering $1.1M of incremental annual revenue.My leadership philosophy is grounded in:• Revenue accountability and commercial rigor• Scalable optimized systems over heroics• Executive-level customer engagement• Data-backed decision-making and clear ownership• Building leaders, not just teamsI’m most effective in environments where Customer Success/Technical Support is expected to influence product direction, stabilize platforms at scale, and materially impact revenue outcomes.

Experience

1. Director - Customer Success

   Worldline

   Jul 2024 — Present · Mumbai, IN

   I lead the Customer Success & Technical Product Support teams for Worldline E payments India & WL India.Accountable for customer delight at all touch points of the digital payment journey of more than 6 Lakh SMB, Platform, Enterprise Merchants, and Banks.Carry an ARR of $57M+ business which includes several Enterprise, Platform, and SMB merchants Drive initiatives to increase customer retention and reduce churn.Managing customer life cycle, ongoing support around customer service levels with escalations, renewals, forecast, ARPU, CLTV, CSAT, NPS, FCR, MRR, MAU.Identifying Upsell and Cross-sell opportunities in existing accounts and ensuring they translate into business.Careful evaluation of Success Ratio across payment instruments to identify opportunities and prevent revenue leakages.Leveraging customer relationships for timely payment of invoices/ clearance of stuck invoicesDevelop and manage client portfolios.Periodically analyze customer data to improve customer experience.Work in tandem with the Account managers to ensure timely renewals.Work with Sales to understand customer issues, grievances around escalation processes, response times, problem resolution, SLAs, and Product Enhancements.Foster strong relationships with Merchants and maintain high & consistent quality of service and customer satisfaction.Vendor management from shortlisting to selection for contractual resource recruitment and onboardingImprove Merchant onboarding processes and experience.

Education

• Deakin University

  Master of Business Administration - MBA (Global), Strategy & Leaderhip

• Shivaji University, Kolhapur

  Bachelor of Engineering - BE, Electronics Engineering

• Centre for Development of Advanced Computing (C-DAC)

  Post Graduate Diploma, Advanced Computing

  2010 — 2011

• Duke University

  Postgraduate Certification, Product Management